On maximizing service-level-agreement profits
Proceedings of the 3rd ACM conference on Electronic Commerce
A cost-oriented methodology for the design of web based IT architectures
Proceedings of the 2002 ACM symposium on Applied computing
Probability and Statistics with Reliability, Queuing and Computer Science Applications
Probability and Statistics with Reliability, Queuing and Computer Science Applications
Business-oriented management of Web services
Communications of the ACM - Service-oriented computing
Autonomic Self-Optimization According to Business Objectives
ICAC '04 Proceedings of the First International Conference on Autonomic Computing
Theory, Volume 1, Queueing Systems
Theory, Volume 1, Queueing Systems
Activity-Based Scheduling of IT Changes
AIMS '07 Proceedings of the 1st international conference on Autonomous Infrastructure, Management and Security: Inter-Domain Management
SYMIAN: A Simulation Tool for the Optimization of the IT Incident Management Process
DSOM '08 Proceedings of the 19th IFIP/IEEE international workshop on Distributed Systems: Operations and Management: Managing Large-Scale Service Deployment
SLA Design and Service Provisioning for Outsourced Services
Journal of Network and Systems Management
Business-Driven Design of Infrastructures for IT Services
Journal of Network and Systems Management
Business-impact analysis and simulation of critical incidents in IT service management
IM'09 Proceedings of the 11th IFIP/IEEE international conference on Symposium on Integrated Network Management
Towards Robust IT Service Portfolio Management
DSOM '09 Proceedings of the 20th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management: Integrated Management of Systems, Services, Processes and People in IT
BDIM-based optimal design of videoconferencing service infrastructure in Multi-SLA environments
APNOMS'09 Proceedings of the 12th Asia-Pacific network operations and management conference on Management enabling the future internet for changing business and new computing services
The reservoir model and architecture for open federated cloud computing
IBM Journal of Research and Development
Stochastic Model for QoS Assessment in Multi-tier Web Services
Electronic Notes in Theoretical Computer Science (ENTCS)
Uncertainty in global application services with load sharing policy
DSOM'06 Proceedings of the 17th IFIP/IEEE international conference on Distributed Systems: operations and management
Predictable scaling behaviour in the data centre with multiple application servers
DSOM'06 Proceedings of the 17th IFIP/IEEE international conference on Distributed Systems: operations and management
Detecting bottleneck in -tier IT applications through analysis
DSOM'06 Proceedings of the 17th IFIP/IEEE international conference on Distributed Systems: operations and management
Feedback-based optimization of a private cloud
Future Generation Computer Systems
Gaining the profits of cloud computing in a public authority environment
International Journal of Computational Science and Engineering
Engineering virtualized services
Proceedings of the Second Nordic Symposium on Cloud Computing & Internet Technologies
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A method is proposed whereby values for Service Level Objectives (SLOs) of an SLA can be chosen to reduce the sum IT infrastructure cost plus business financial loss. Business considerations are brought into the model by including the business losses sustained when IT components fail or performance is degraded. To this end, an impact model is fully developed in the paper. A numerical example consisting of an e-commerce business process using an IT service dependent on three infrastructure tiers (web tier, application tier, database tier) is used to show that the resulting choice of SLOs can be vastly superior to ad hoc design. A further conclusion is that infrastructure design and the resulting SLOs can be quite dependent on the “importance” of the business processes (BPs) being serviced: higher-revenue BPs deserve better infrastructure and the method presented shows exactly how much better the infrastructure should be.